Joe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm. Before launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice.He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.

"Joe Wheeler's latest book hits a lot of my hot buttons: immersive experiences, customization at scale, flywheels of learning and of course digital technology. Get your highlighter out before you open it up and let Joe's principles and case studies lead you in developing your own playbook for thriving in today's Experience Economy."

• Chapter - 00: Introduction;Chapter - 01: PART 1: The new 3 C’SChapter - 02: PART 2: The 7 design strategiesChapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strongChapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagementChapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and controlChapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creationChapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaningChapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiencesChapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over costChapter - 10: The 7 design strategies summaryChapter - 11: PART 3: The playbookChapter - 12: Start by solving the right problemsChapter - 13: Build your business caseChapter - 14: The design processChapter - 15: Execute to scaleChapter - 16: EpilogueChapter - 17: APPENDIX: CX/digital maturity assessmentChapter - 18: APPENDIX 1: The CX/digital design accelerator

Joe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm. Before launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice.He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.

"Joe Wheeler's latest book hits a lot of my hot buttons: immersive experiences, customization at scale, flywheels of learning and of course digital technology. Get your highlighter out before you open it up and let Joe's principles and case studies lead you in developing your own playbook for thriving in today's Experience Economy."

• Chapter - 00: Introduction;Chapter - 01: PART 1: The new 3 C’SChapter - 02: PART 2: The 7 design strategiesChapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strongChapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagementChapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and controlChapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creationChapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaningChapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiencesChapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over costChapter - 10: The 7 design strategies summaryChapter - 11: PART 3: The playbookChapter - 12: Start by solving the right problemsChapter - 13: Build your business caseChapter - 14: The design processChapter - 15: Execute to scaleChapter - 16: EpilogueChapter - 17: APPENDIX: CX/digital maturity assessmentChapter - 18: APPENDIX 1: The CX/digital design accelerator

Joe Wheeler is a bestselling author, speaker and consultant. He is the CEO of CX/Digital, a subsidiary of The Service Profit Chain Institute (SPCI), a Boston-based consulting firm. Before launching The Service Profit Chain Institute, he was the Quality and Productivity Executive for Bank of America. Prior to this, he was Executive Vice President with The Forum Corporation, where he managed the firm's Customer Experience Consulting Practice.He earned his MBA from Edinburgh Business School and lives in Hingham, Massachusetts.

"Joe Wheeler's latest book hits a lot of my hot buttons: immersive experiences, customization at scale, flywheels of learning and of course digital technology. Get your highlighter out before you open it up and let Joe's principles and case studies lead you in developing your own playbook for thriving in today's Experience Economy."

• Chapter - 00: Introduction;Chapter - 01: PART 1: The new 3 C’SChapter - 02: PART 2: The 7 design strategiesChapter - 03: DESIGN STRATEGY 1: Achieve emotional peaks across channels, finishing strongChapter - 04: DESIGN STRATEGY 2: Create a personalization flywheel to grow customer engagementChapter - 05: DESIGN STRATEGY 3: Strengthen customer commitment by providing choice and controlChapter - 06: DESIGN STRATEGY 4: Foster ownership through customer community and co-creationChapter - 07: DESIGN STRATEGY 5: Inspire rituals that create shared meaningChapter - 08: DESIGN STRATEGY 6: Empower customers through immersive experiencesChapter - 09: DESIGN STRATEGY 7: Link digital assets to leverage value over costChapter - 10: The 7 design strategies summaryChapter - 11: PART 3: The playbookChapter - 12: Start by solving the right problemsChapter - 13: Build your business caseChapter - 14: The design processChapter - 15: Execute to scaleChapter - 16: EpilogueChapter - 17: APPENDIX: CX/digital maturity assessmentChapter - 18: APPENDIX 1: The CX/digital design accelerator